Join an international digital adventure!

Within our D2C Digital department, you will lead and grow the customer service operations for our international e-commerce platforms - ColisExpat and Happy-Post

Your main responsibilities

• Lead and support a team of 4 to 7 Customer Service Representatives, fostering collaboration and skill development.
• Monitor and improve performance through KPIs, service quality analysis, and continuous improvement actions.
• Handle level-2 customer escalations and oversee dispute resolution.
• Contribute to cross-department projects aimed at enhancing customer experience and operational excellence.

A dynamic environment

• Multi-country, multi-language activity within a fast-moving and innovative digital context.
• A start-up mindset combined with the stability of a major logistics group.
• Role based in Pantin, in a well-connected logistics area.

Profile

• Degree (Bachelor's +3 to Master's +5) in logistics, business, or customer relations.
• At least 5 years of experience in customer service management, ideally within logistics, transport, or e-commerce.
• Proven team management experience.
• Proficiency with CRM / Helpdesk tools (ideally Zendesk) and TMS systems.
• Excellent English (C1 level); other languages (Spanish, German, Italian) are a plus.

Terms and benefits

• Permanent contract - cadre status, based in Pantin (93)
• Hybrid work: up to 2 days remote per week after 6 months

Employee benefits according to company policy:

• Mobile phone subscription
• Meal vouchers (60% employer contribution, after 6 months)
• Company laptop provided
• Health and life insurance coverage
• RTT (extra days off)
• Profit-sharing and Time Savings Account
• Company savings plan (PEE) with employer matching

Apply now and become part of a motivated, multilingual team shaping the future of D2C logistics!

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